Level 1 Support Engineer – Night Shift

About the role

We are seeking a proactive Level 1 Support Engineer to join our Customer Service Hub for night‑shift operations. You will be the primary point of contact, providing first‑line technical assistance, monitoring critical services, and ensuring smooth overnight operations for our customers.

Key responsibilities

• Monitor ticketing systems, alerts, shared mailboxes and communication channels during night hours.
• Handle Level 1 support requests, perform initial troubleshooting, diagnose issues and update tickets.
• Track open incidents, ensure SLA compliance and verify backup job statuses.
• Monitor Microsoft 365, Azure environments, VPN, internet connectivity, firewalls, endpoint alerts and overall infrastructure health.
• Coordinate incidents with Azure, Modern Work, Infrastructure, Networking, Security and Applications teams.
• Escalate critical incidents to higher‑level engineers, management or vendors as needed.
• Communicate professionally with customers via email, phone, Teams and ticketing tools.
• Prepare detailed handover notes for the morning shift.

Required profile

• Strong communication skills and professional customer interaction.
• Ability to work independently in a fast‑paced managed‑services environment.
• Ownership mindset, attention to detail and adherence to security policies.

Required skills

• Microsoft 365 services
• Azure cloud environment
• VPN and internet connectivity troubleshooting
• Backup job monitoring and reporting
• Firewalls and endpoint alert management
• Ticketing systems and monitoring platforms